The Customer Experience team is responsible for launching, supporting, and strengthening long-term relationships with Boulevard customers. As a Customer Success Manager, you will partner closely with our Mid-Market customers- a portfolio of sophisticated, multi-location self-care businesses- to ensure they realize meaningful, ongoing value from our platform. In this role, you will own a book of business end-to-end, proactively managing account health, renewals, and growth opportunities. You'll work cross-functionally, share customer insights, and help shape strategies that strengthen the customer experience and support Boulevard's long-term growth. What you'll do here: • Own the post-onboarding customer relationship, guiding customers toward sustained value realization and long-term success with the Boulevard platform • Own retention outcomes by proactively monitoring account health and risk signals and executing contract renewals with data-driven judgment • Run structured check-ins, business reviews, and account planning for a Mid-Market book of business • Build and maintain trusted relationships with customer stakeholders across each account • Advocate for customers by surfacing feedback, trends, and risks internally to inform product and cross-functional action • Identify opportunities to boost product adoption and drive upsell/cross-sell within your book • Serve as a go-to resource for newer CSMs on complex account situations and escalations What you'll need to thrive: • 3+ years managing a Mid-Market book of business, with demonstrated success in retention, renewals, and relationship management; prior experience in the salon, spa, or wellness industry is a plus • Track record of independently managing complex, multi-location accounts with minimal oversight, and translating technical solutions for stakeholders of varying technical depth • Strong business acumen - able to understand customer goals, identify risk early, and prioritize across a diverse, multi-location book of business • Effective EQ - a clear, empathetic communicator who can deliver direct messages while preserving trust and long-term relationships • Comfortable managing competing priorities and evolving processes, executing under ambiguity while holding a high bar for follow-through • Growth mindset - proactively identifies and drives expansion opportunities using customer context, usage data, and sound judgment • Skilled at risk identification and escalation, activating playbooks and internal partners to protect retention • Comfortable analyzing customer metrics and translating insights into clear, data-driven recommendations • Some experience mentoring or informally supporting newer CSMs, or clear interest in growing into that role on the team How we'll take care of you: Your starting cash compensation for this role is $92,000 + $23,000 OTC, depending on your current skills, experience, training, and overall market demands. This salary range is subject to change, and there is always room for growth and advancement. How We Take Care of Our Team Our business is deeply immersed in an industry that's centered around helping people feel their best, so we know that taking care of yourself isn't selfish; it's essential. That's why our culture pairs high standards with genuine care. We don't glorify burnout or wear 'always on' as a badge of honor. Instead, we've created benefits designed to support you inside and outside of work, so you can bring your best self to both. Here's how we support you: • Competitive base pay and performance bonus eligibility because you deserve to be rewarded for your impact. • Equity participation for all full-time employees because we believe the people helping build Boulevard should share in our long-term success. • Comprehensive medical coverage with up to 100% employee premium coverage and 75% dependent coverage to help take care of you and your loved ones. • An annual $1,200 HSA employer contribution for eligible plans to help support healthcare costs and future planning. • 100% covered dental, vision, life, and disability insurance, ensuring you stay healthy, protected, and ready for whatever life brings. • 12 weeks of fully paid U.S. parental leave supporting all new parents equally as they take the time to bond, adjust, and be present when welcoming a new family member. • Flexible paid time off, plus 10 U.S. company holidays, where you are encouraged to rest, recharge, and take the time you need, guilt-free. • Fully remote with support, including a $200 home office setup allowance and a $50 monthly WFH reimbursement so your workspace is set up for success. • $200 quarterly Boulevard Bucks to prioritize your well-being and stay connected to the industry we serve. • And other perks like One Medical membership and Employee Assistant Program.